topic Re: Help Needed - Dropping connection almost daily in Broadband

Help Needed - Dropping connection almost daily

TonyWhyte — Mon, 09 Jan 2023 09:26:18 GMT

Hi there,

Really need some proper help here as I have been let down by live chat 4 times now. First two times I called, I was told they were doing checks on my line and would be back in touch soon, I heard nothing back. 3rd time I was told FW was updated on my router and should resolve issue but they would monitor line and be in touch, I checked FW version and it hadn't been updated at all or rebooted, I also heard nothing back. The last time I called I was old they have found an issue with the line and an engineer was coming out and I would be updated via text, I heard nothing.

I work from home and my internet disconnects all the time, only fix is to restart the router each time. Pretty much every morning just before 9am it goes off. This has been happening for months now and no one is helping at all. Is any talk talk staff able to help or should I just cancel my contract and look else where. My experience with talk talk has been terrible with this issue. It was fine for years prior to this too.

Re: Help Needed - Dropping connection almost daily

Chris-TalkTalk — Mon, 09 Jan 2023 09:33:05 GMT

Hi Tony,

Sorry to hear that you're experiencing problems with your service. Could you check the telephone number in your community profile and confirm it's your current TalkTalk landline telephone number

Chris

Re: Help Needed - Dropping connection almost daily

TonyWhyte — Mon, 09 Jan 2023 09:39:28 GMT

Thanks for the reply Chris. I had done a home move a few weeks prior to this issue so have just updated the number to the new one now. Let me know if you can see the update please?

Re: Help Needed - Dropping connection almost daily

Chris-TalkTalk — Mon, 09 Jan 2023 09:49:30 GMT

Thanks, I can see the updated number. Line test is picking up a voice (telephone fault) are you experiencing any problems with your telephone service, is there a dial tone?

Chris

Re: Help Needed - Dropping connection almost daily

TonyWhyte — Mon, 09 Jan 2023 10:01:55 GMT

Hi there,

I don't have a telephone but I am experiencing drops in broadband traffic. It has just went off again 10 minutes ago.

Thanks

Tony

Re: Help Needed - Dropping connection almost daily

Chris-TalkTalk — Mon, 09 Jan 2023 10:12:23 GMT

I think the last disconnection will have been me running the line test. I'll have to initially raise this as a voice fault as the line test is picking up a dis in the network and this could be affecting your broadband service. Openreach will investigate over the next 72 hours and may contact you directly if they need to access your home

Chris

Re: Help Needed - Dropping connection almost daily

TonyWhyte — Mon, 09 Jan 2023 10:27:15 GMT

Thanks Chris. I believe this is also what I was told before but then I heard nothing from Openreach and the issue has persisted. I did receive an SMS from Openreach the same day talk talk told me it was booking, asking me to rate the Openreach visit that I had recieved so I assume someone just closed off the ticket without doing the visit.

Re: Help Needed - Dropping connection almost daily

Chris-TalkTalk — Mon, 09 Jan 2023 10:30:23 GMT

I've raised this as a non-appointed task so Openreach will check the line for faults and may not need to access your home. If you don't hear anything by Thursday could you bump the thread and we'll check for updates

Chris

Re: Help Needed - Dropping connection almost daily

TonyWhyte — Mon, 09 Jan 2023 10:41:23 GMT

Ok thanks Chris, fingers crossed it gets sorted this time. I'm running out of hair to pull out. 😛

Re: Help Needed - Dropping connection almost daily

Chris-TalkTalk — Mon, 09 Jan 2023 10:43:10 GMT

No problem Tony 🙂

Chris

Re: Help Needed - Dropping connection almost daily

TonyWhyte — Mon, 09 Jan 2023 15:45:26 GMT

Hi Chris, looks like somone has just closed it off without doing anything again. Can you check please? I can't think of any IT/Telephony issues that take a few days to settle off the top of my head.

Re: Help Needed - Dropping connection almost daily

Anonymous — Tue, 10 Jan 2023 06:50:29 GMT

Morning,

We've received an update to advise that Openreach have resolved a fault on the line. I've re-run the line tests and they are now clear. How is your connection at the moment?

Thanks

Re: Help Needed - Dropping connection almost daily

TonyWhyte — Mon, 23 Jan 2023 08:52:33 GMT

Hi there,

The issue went away last week but it's back again. Exactly the same as before, every day between 0830 and 0900 it goes offline and I need to restart router. Is it possible to get this sorted permanently?

Thanks

Tony

Re: Help Needed - Dropping connection almost daily

Chris-TalkTalk — Mon, 23 Jan 2023 09:00:02 GMT

Hi Tony,

Is this the first day that it's happened again? Does the light change on the router when the connection drops?

Chris

Re: Help Needed - Dropping connection almost daily

TonyWhyte — Mon, 23 Jan 2023 09:02:50 GMT

Hi there,

It did it on Friday too. I feel it must be related to congestion from people starting work at that time, seems far to coincidental.

No lights change, when I connect to the Hub, it shows that everything is working fine and connected also even though it clearly isn't.

Thanks

Tony

Re: Help Needed - Dropping connection almost daily

Chris-TalkTalk — Mon, 23 Jan 2023 09:11:54 GMT

Do you get an error message on the device that you are using? Are you unable to access the internet on more than one device when the connection appear to drop?

Chris

Re: Help Needed - Dropping connection almost daily

TonyWhyte — Mon, 23 Jan 2023 09:17:31 GMT

No error messages, just no internet access. Happens on all devices connected to WiFi. So 5 that are used around that time.

Re: Help Needed - Dropping connection almost daily

Chris-TalkTalk — Mon, 23 Jan 2023 09:19:19 GMT

Do you have any devices connected by Ethernet cable?

Chris

Re: Help Needed - Dropping connection almost daily

TonyWhyte — Mon, 23 Jan 2023 09:23:12 GMT

I have an ethernet available for my laptop, which I have tried but exactly the same thing happened.

Re: Help Needed - Dropping connection almost daily

Chris-TalkTalk — Mon, 23 Jan 2023 09:36:25 GMT

I've checked the real-time data on the Openreach website, there are no non-available seconds for Friday and the error count is very low (zero mostly) all day. Did you reboot the router on Friday?

Chris